Train crew take 'on board' principles of great customer service

13th June 2011 11:46am - Return to press releases

Photo. First Hull Trains staff with their customer service certificates.jpgFirst Hull Trains' passengers are set to enjoy an enhanced travel experience as train managers and hospitality staff have earned new qualifications in customer service.
A total of 60 employees were enrolled on a customer service qualification delivered by East Riding College, resulting in an outstanding 98 per cent success rate.

Mike Strickland, training coordinator at the College said: "The College has enjoyed a good working relationship with First Hull Trains which is reflected in the success rate of the learners achieving their level two and three qualifications.
"We are hopeful that the qualifications will benefit the company in moving the business forward and meeting the new challenges of today's market."

A number of First Hull Trains' staff progressed from the Level Two NVQ in Customer Service to completing their Level Three NVQ in Customer Service. The training is part of an ongoing partnership with East Riding College that began in 2007 to enhance staff skills in order to create the best possible experience for First Hull Trains' passengers.

Darren Fennah, head of customer service delivery at First Hull Trains, said: "I am delighted that our employees have achieved such a high success rate.
"These qualifications, which are a result of commitment from so many members of the First Hull Trains' team and thanks to the close working relationship we enjoy with the College, will have clear and very positive benefits for our passengers.
"Training such as this is essential in a customer-focused industry. We are also clearly delighted with the positive feedback that we have had from the College regarding First Hull Trains' staff.
"Our employees have demonstrated how willing they are to learn in order to deliver the highest levels of service to each and every passenger. We are already seeing the difference on board First Hull Trains' services."

Sharon Hemingway, assessor and internal verifier at the College added: "The staff at First Hull Trains have been great to work with and really took on board the principles of great customer service.
"They have been very quick to put into practice their improved knowledge and skills to make a real difference to the experience of First Hull Trains' customers."

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Notes to editors

Photographs of the First Hull Trains staff receiving their certificates are available. For more information, call Matthew Croshaw, marketing and communications manager, on 01482 306612 or email matthew.croshaw@eastridingcollege.ac.uk